Senior POS Specialist

FWD Group Management Holdings Limited; Hinoba-an; Hybrid; PHP 380,000 - 520,000; Full time

Job summary

FWD Group Management Holdings Limited invites you to join our customer connect services team, focusing on efficient aftersales processing for policy owner requests in a life insurance context.

You will manage POS functions, handle pending cases within target turnaround times, and support training and special projects while ensuring adherence to procedures and audit guidelines.

Qualifications

• Bachelor's Degree in business-related or pre-med preferred.
• At least 7 years in back-office operations in life insurance.
• Experience in POS aftersales, case management, and SLA adherence.
• Ability to conduct training for new hires.

Responsibilities

• Deliver efficient POS aftersales services and resolve cases within target TAT.
• Manage pending cases to ensure timely customer experience in line with procedures and audit guidelines.
• Lead POS suspense management and MRI aftersales transactions; resolve complaints.
• Participate in POS-related special projects and provide training to new hires.

Skills

Customer service

Training

Documentation

Education

Bachelor's degree

Job description

To deliver the desired customer experience through efficient, prompt and accurate processing and decision making for all related policy owner aftersales servicing related requests, ensuring compliance to procedures and audit guidelines.1. **Service Functions**. Manage the delivery of Customer Connect Services (POS) functions including feedbacks to ensure prompt delivery of services. Manage efficiently all pending cases to ensure desired customer experience is delivered to customers within target TAT. Manage customer service recovery and resolution within target TAT from all customer feedback/complaints received. \\*\\*Conducts training to new hires, including orientation to distribution teams.**2. Documentation and Special Projects.** Participate in POS aftersales related special projects and assignments Lead support for POS suspense management, and MRI aftersales transactions Key resource person in immediate resolution of complaints. Performs other responsibilities and duties periodically assigned to help meet operational related requirements. Job Requirements:* Bachelor's Degree graduate; business related or pre-med course preferred* Preferably atleast 7 years of back-office operation experience in Life insurance industry.